Using Twitter to complain – how effective is it?

How important is social media when it comes to engaging with your customers? Well if it’s being discussed on the BBC’s One Show, it must be! In last night’s episode, the show delved into the increasing numbers of consumers taking to Twitter as a forum to complain and the effectiveness of doing so. While customers…

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A free tool to find your social influencers

There is no secret that social media is a crowded space. Given the high content saturation on most topics you can think of, how do you identify people (and therefore content) that really matter? I’d suggest this free tool will be very helpful in your search for genuine thought leaders on social. FollowerWonk (https://followerwonk.com/) started…

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Timing is everything…

When you have your pictures, links and posts ready, there is one thing that you need to ask yourself. When would be the best time to post? Brands are investing more time and resources into social media, but the timing of your posts are important, making sure that your content is actually visible to your…

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Find a candidate FAST, using social

Direct sourcing of candidates using social media. Forget branding for a moment if you can, this is not about candidate attraction nor is it about creating a pipeline, this is about filling a role you needed to fill last week and how to do it using social media! So, your hiring manager has sent you…

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The social media magpie effect

The saying goes: “good artists borrow, great artists steal”, and this seems to be the case with social media platforms and Facebook. Every other day reports come in that the platform has updated its user experience with elements taken from other social media platforms. It seems that the social media juggernaut is taking inspiration from…

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Melting cars, skyscrapers and social media

For a couple of days now I’ve been reading City AM‘s passionate reports on my way to work, about one of the latest scandals in London’s City. This time it is nothing to do with the usual hype around investment banks, bonuses, interest rates and share prices. It is the Walkie Talkie. The skyscraper that…

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Fashion Week prepares to use social media as its catwalk

Fashion labels are among  some of the best brands when it comes to utilising the power of social media. The richness and constant stream of visual content makes for a great partnership. Nowadays you would be hard-pressed to find a fashion label that is devoid of any social media presence. Whilst fashion brands have mobilised…

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The importance of social media in customer service

Where would you ask a question or make a complaint about a brand? Via letter, phone call, email or social media? Customer service has rapidly progressed. Where once we would write a letter, walk it to the post office and expect a response within around 2 weeks, we now send a 140 character tweet to…

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Trolling: The dark side of social media

  Social media brings out the best and worst of social interactions. The anonymity and far-reaching nature of the web means that the internet provides us with the ability to say whatever we want, to and about whomever we want, whether messages of support and encouragement or words of hate and abuse. The internet is…

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Social customer service revolution is still going strong

It feels like a while since I last blogged about social customer care, despite it being one of the areas of social media management and strategy that fascinates me the most. In my time spent working in social media, I’ve observed brands and businesses evolve their clunky social care processes, into smart, well-oiled social service…

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